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They may feel that they can not react in the best interest of the hotel because what’s in the customer’s best interest is usually not the same as the company’s best interest. Others concerns by the managers may be:
• Fear of abuse by the customers. Customers have the right to invoke the guarantee whether or not the hotel really did anything wrong. A dishonest customer may see this as a flaw if the necessary controls are not in place and use it to their best interest
• Guarantees can send the wrong message to customers. It might give the impression a firm is begging for business. The guarantee could even introduce an element of doubt into the customers' minds about the ability of the firm to deliver on the promised level of service...
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